Marketing Communications Manager

Job Description

Department Deliverables (Marketing & Communication)

1. Reflect, articulate, and promote the mission, vision and identity of Client
2. Responsible for building Marketing & Communications strategy for Client, planning and implementing creative and effective tactics that differentiates Client from the competition.
3. Ensure articulation of Clients desired image and position, assure consistent communication of image and position throughout the hospital, and to all both internal and external target audience. Uphold protocols to ensure a uniform “house style” (uniform fonts, logos, pictures).
4. Responsible for the achievement of marketing/communications/public relations mission, goals and financial objectives. Ensure that evaluation systems are in place related to these goals and objectives.
5. Generate compelling, engaging content to support content-driven integrated strategy. Help identify the most effective communication channels to reach relevant target groups and provide these channels with the appropriate messaging.
6. Strategizing and implementing campaigns leveraging both traditional (collateral, print advertising, direct mail, etc.) and digital (social media, digital advertising, websites, email, etc.) marketing tactics.
7. Manage all aspects of Clients social media presence (website, Facebook, Instagram, Twitter, YouTube). Drives strategy to increase daily engagement on social media accounts. Leads and approves content for social media, including written blog content, tweets, posts & videos.
8. Developing materials, presentations and other marketing communications for launches, campaigns and other service marketing efforts as well as external meetings, and events.
9. Creating and maintaining project plans to successfully move all projects forward in a timely, collaborative and efficient manner.
10. Collaborating with team members to help leverage and optimize the Client websites, e-marketing tools, SEO/SEM, digital advertising, social media channels and other digital marketing tactics.
11. Creating and managing the budgets in close collaboration with the management.
12. Tracking effectiveness of various campaigns and course correcting as required.
13. Coordinate the appearance of all hospital print and electronic materials such as letterhead, use of logo, brochures, etc.
14. Ensure that the hospital regularly conducts relevant market research and coordinate and oversee this activity. Monitor trends.

Department Deliverables (Call Center)

1. Leads and drives the operational planning of the Call Center department through establishment and implementation of appropriate systems, policies, and procedures.

2. Establish a high standard for productivity, quality, customer service as well as define user guidelines.

3. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures

4. Provide required service levels training to Call Center employees. Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

5. Coach call center staff through challenging customer service issues.

6. Oversee scripts for call center

7. Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)

8. Summarize, collect and analyze call center trends and data for regular performance reports.

9. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

10. Responsible for the provision of reports concerning the performance of the call center to the management team.

Skills

1. BA/BS degree in Advertising, Marketing, Public Relations, Communications or related field. MBA strongly preferred.

2. 15- 20 years of experience in a Marketing Communications role developing content, implanting campaigns and at least 5 years experience in digital marketing & advertisement

3. Leadership skills

4. Demonstrated creative, writing, editing, and multi-tasking capabilities. Highly motivated self-starter with excellent communication and interpersonal skill

5. Industry experience in healthcare is an added advantage

6. Bilingual (Arabic and English)